Manager, AFC Program Management

This is a fully remote position, open to applicants in Kansas.

📋 Description

• Oversee a team responsible for operational and strategic planning, encouraging innovation, managing projects, and negotiating resource allocation.

• Collaborate closely with clients regarding reporting, escalations, and overall service satisfaction.

• Partner with Managed Service leaders to promote organizational and Optiv growth.

• Lead and enhance KPI measurement along with process and documentation improvements.

• Handle staffing responsibilities, including recruitment, supervision, scheduling, development, evaluations, and disciplinary actions.

• Create and sustain an educational atmosphere that enhances team knowledge, performance, and morale.

• Conduct annual staff performance evaluations.

• Establish and maintain consistent written and in-person communication with executives and other department heads.

• Ensure timely, scope-compliant, and budget-conscious delivery of client onboarding projects.

• Manage a customer-centric team focused on service offering success and client retention.

• Review and report service performance against operational plans and standards with service delivery teams.

• Propel program/client revenue growth through cross-selling and upselling opportunities.

• Deliver monthly and quarterly service performance reports to clients and Managed Services leadership.

• Fulfill additional duties as required.

⛳️ Requirements

• Bachelor’s degree from an accredited four-year institution or equivalent experience in a related field is required.

• 8+ years of experience in professional services.

• 8+ years of experience leading customer service-focused teams.

• 8+ years of professional experience within managed services.

• Proven experience in selling professional services.

• Experience in delivering client services.

• Strong business acumen and technical expertise are essential.

• Familiarity with reporting platforms.

• Excellent analytical skills and the ability to make quick, sound decisions are required.

• Demonstrated capacity to make decisions and engage in complex problem-solving under pressure.

• Capability to read and understand simple instructions, brief correspondence, and memos.

• Proficiency in writing correspondence.

• Ability to effectively present information in one-on-one and small group settings to customers, clients, and staff members.

• Strong written and verbal communication skills.

• Ability to communicate clearly via telephone, email, and written correspondence.

🏝️ Benefits

• Employee Resource Groups.

• Work/life balance.

• Access to professional training resources.

• Volunteer Opportunities through “Optiv Chips In”.

• The necessary technology and capability to work productively from home (where applicable).